After reading all other reviews, regarding the lack of service, and the bait and switch, I am surprised they have not been sued, and think THEY NEED TO BE SUED. Because their business practices are highly illegal. I am finally getting away from ATT. I made the mistake of upgrading my phone. The entire time Marcos kept telling me that I had 30 days. 30 days this and 30 days that. So, I go in and tell them I have changed my mind, and he tells me that on upgrades you only have 14 days. That if I hand over the phone I traded in, I would still have to stay with ATT for another 36 months to be able to receive the benefits credits etc. I was with this person for two hours, he never once mentioned 14 days or 36 months. Never provided any of the signed documents. It gets better. I go and just pay for my phone. Ask for both my phones to be unlocked. The lady I meet this time tells me I can do it myself. I am able to unlock my old one. The new one u can't unlock until 60 days from date of purchase, and the lady I meet with the second time tells me I can do this within 24 hours of payment. Again, wrong it is 48 hours from payment, and you still have to wait 60 days From date of purchase. No one there knows what they are doing, they have no idea of timelines. I have read more and more reviews of how toxic it is to work for ATT, how they push their people for selling quotas. Shame on them. Oh yeah, I explicitly told the salesperson, I did not need additional coverage only to get home and within days get a text telling me I had signed up for additional coverage had to call ATT directly and get this removed. Unethical, uninformed. Can't wait to get away from ATT. Ps. Don't bother going into the stores they all will have 10 people waiting, and maybe at the max 3 people to help you. so yeah they just SUCK! I would give them zero stars but can't post without some star rating. read more

Need more help. Weary as I walked up to the front door and saw the Help Wanted sign Not the staff fault but why do I bother with an appointment when I still have to wait in line to see somebody? Waited 35 minutes behind the same line of ppl strolling in Staff nice and knowledgeable but only 2 on a Wed afternoon. I was greeted by someone but then it's just wait wait wait Corp listen up: You should at least have one tv with some kind of entertainment and not just the same advertising You also should let me go next door to grab a bite to eat while I wait , how bout a text to let me know to return ? Good strip mall location for others to shop and wait outside while you sit and mope read more

What a terrible store is this? Seriously extremely rude people with unethical customer service understanding. They would not lie to people for any reason at all. I switched from Verizon just because of they was a 2 months free promotion. They said you will get a bill for your first month but ignore it as you will get 2 months free. I went to store just in case after I saw that I was charged, they said sorry we forgot to apply your promotion and they applied that day which was a disgusting lie. Then I went again next month and they lied again saying that next month promotion will be applied. Of course they never applied. Every single person at that store is a lier. Some of them even refused that there was no promotion at all. What a terrible people to work with! What a disgusting customer service is this? Btw, ATT coverage sucks in Naples. It's so bad. It goes back ti 4g and even 3g in some places. But the worst part is store people and their unethical behaviors. It well fits with ATT's customer service policy. Shame on you. read more

I just had a very disappointing, inconsiderate experience at this AT&T store. We put our name in with the greeter when we walked in. Mike & other employees promised to get Tony the manager for us, but proceeded to assist ten other people for the next fifteen minutes. Tony just came out and told us he doesn't want to assist us and told us to go elsewhere. He said he'd rather help the snowbirds & was extremely combative. He said, that we needed to realign our perceptions & expectations. That he ran six stores, this being the number one store in SWFL. It was mind blowing that the MANAGER spoke to my Mother & I in such a disrespectful way. read more

Came here to get my daughter her first cell and upgrade my phone. David was awesome with great customer service! He was extremely knowledgeable, efficient and explained everything along the way. It was a great experience overall and I will definitely go back for any future cell needs! read more

A shout out to both Carlos and Dave. Both very patient men who spent a great deal of time with us! Carlos worked everything out in easy to understand terms and sending an email to confirm our conversation. Dave spent close to two hours setting up our account, making sure everything was backed up properly and making certain we understood the details of the transaction. I was weary of the store by some of the other reviews but I can honesty say our experience (two seperate visits) were professional and pleasant. Kudos to this store! read more

The technical level at this store and customer service mentality is below any standard of AT&T. They should hire some young people that understand basic tech. David should be dismissed since he has no technical skills and is basically bored and rude with people. He should go find something that interests his skills sets. The manager of this store might want to review what the employees ability to help people. So disappointed with this AT&T store. read more

I was extremely disappointed with the customer service and attention I received on 11/24/2021. I made an appointment because my iPhone XR completely died. We tried to reset etc. They never attempted to check the battery, but my phone would not turn on. I explained that I needed a phone today and asked what my options were. They advised I could use my phone insurance plan, and pay the $200 deductible, but that might take a day or so, OR I could upgrade my phone. My rep Shannon explained he could get me into an iPhone 12 with 64 memory. I asked to think about it and to call my husband. After several minutes I decided to upgrade my phone to the iPhone 12 with 64 memory, and was told they didn't have it, but that they would put me into the iPhone with 12 at 128 memory. I was shocked. I felt this was Bait and Switch and asked to speak with the manager who only defended the sales rep. I guess it was MY Fault that I didn't ask them to check their inventory first to ensure the "deal" they were giving me was even an option. Poor Customer Service. I left the store and will NOT do business with this site. read more

Is there such a thing as Cell Phone Change remorse? I was in the grip of a growing insecurity that I had traded in a perfectly good habit of using an iphone for a new, ill-fitting habit of using an Android. It was already two weeks after my Android Escape Clause expired. But I came to AT&T anyway, and held out my sparkly new phone in the palm of my sweaty hand. "I think I made a mistake!" Whining's not necessarily the best way to start a conversation. But staffer Luis was undaunted. Probably used to tech-averse customers with the same bad attitude, he showed me a few new new phone functions, was exquisitely calm, while at the same time ignored the obvious: The problem was the phone user, not the phone. "You'll get used to it. Give it time," he advised with a smile. So I didn't divorce my phone. Luis showed the skill of a practiced counselor, as well as an expertise with AT&T products. It helped me adjust even better when I saw that he personally carried the same phone that was freaking me out. Thanks, AT&T. Better, thanks for being so good in your position, Luis! read more

I had been a loyal customer for over 5 years. Never late with 1 payment. I went in to look at purchasing a watch but was still unsure. They were extremely busy with only 2 people working. Must have been 8 customers waiting. I left and went back again later that day. Spoke to a gentleman, nice but a bit pushy. Talked me i to a Galaxy phone. Assured me if I don't want it I can return it quickly no questions and there was a "no service charges" promotion. Well he sent me the phone and I had buyers remorse and sent it right back through the mail like he told me to do. I didn't even open the box. To my surprise 2 week later, right when all the shut downs happened.. I got a bill for over $200... service charges for a new line....blah blah blah I called 4 times to ATT. Covid closing had stopped me from going into the store. So I called the store, he said call the 800 #. I told him I called them 4 times. SOMEONE said the area manager would call back. NO phone call! Finally 2 months later and late charges and fees up the wazoo (even though I was not working at the time because of the shut down, they said they won't cancel service but they will charge you late fees until you pay) Long story short....I switched to another carrier. I have never been so disappointed with any customer service like I have been with ATT. read more

The staff at this location is very knowledgeable and I walk out of there pleased all the time. I can highly recommend Franklin or David if you find yourself frustrated by at&t. I only give 4 stars because although the service has been great, the waiting times can be absurd. Most of the time you will wait 30 minutes or more to see someone. Make an appointment before you go and bring your patience. read more

I have been going to this AT&T store for years and always had great service. I had to replace my wife's stolen phone and went to the store to get a replacement. I was assisted by Zack and Jose who were very helpful and assisted me to purchase a new phone. They were great to work with. read more

Fantastic service . Carlos was a gem. Solved. A problem I spent 2 hours on the phone trying to resolve. Great job.

Today, my sister and I went in and had the pleasure of working with Steven. Steven mentioned that he had just moved down to SWFL 2 weeks ago, so he was obviously new to that ATT. He was so knowledgable and helpful. Unlike most salespeople, Steven was not pushy. He answered questions honestly, and both of us walked out of the store and said, Wow that was painless! Great job to Steven and ATT, we had a great experience. read more

Skip this place entirely. After three visits, the first was over 90 minutes, they could not transfer my husbands account to a new phone and ask us to come back later. A week later we come back and they have no idea who we are and he has to make an appointment. The third time, my be just gave up. I have purchase a $40 case in anticipation of getting this done and to add insult to injury they wouldn't allow a return because it was outside their window (which of course was their fault to begin with). Explaining this scenario made no difference to the rep. which tells the whole story. Go to the store at Vanderbilt and Airport Pulling, those guys rock, got the whole thing done, plus some extra help in 30 minutes! read more

Not a good company to do business with. Tried to take advantage of a buy one, get one free phone offer but by the time you would be forced to "add an additional line" in order to get the deal, even if you can't use that additional line, you are paying for the "free" phone mutiple times over. Had been a customer for many, many years but never again. This bait and switch crap should be against the law. read more

I can't speak for anyone but the one staff member we dealt with but what a frustrating experience that could have been remedied if the staff member had just not had an attitude and was willing to slow down to cover our options instead of just wanting to sell us a phone and get on with her day. We are in our 30's, we're tech savvy but when the sales person is unwilling to actually look up account data and just continually "assume" what actions we have take on our account, that is not ok. The overall attitude of the young woman helping is what that we should just hurry up, upgrade our phones, not ask any questions about protection plans, comparisons to other phones or plans and get out. Maybe she already has her sales quota for the month and doesn't care. We left without adding to her sales quota. read more

I am very disappointed and frustrated with the service my son received at the AT&T store in Naples, FL. He was visiting this weekend and his phone hadn't been working so I offered to take him to an AT&T store. We waited 45 minutes before a technician met with us. David, the technician, tried several solutions to fix the problem (there's no signal on the phone) but was not successful. He then told us that we had to go to the Apple store to get it fixed. We left the store very frustrated. My son then decided to go back in and talk to the manager. He was directed to Crystal. Crystal was more pleasant, looked up his account, determined that he had Apple Care coverage but told us again that he would have to go to the Apple store. She checked the schedule for the technical support at the store in the Waterside mall and tried to schedule an appointment for us. Unfortunately we could not make the appointment that she found for that day and there was nothing available for the next two days. He would then be leaving Naples to return home so he wouldn't be able to get it fixed. We decided to go to the Apple store to see if there was any possibility of getting someone to look at it while we were there. No luck and no appointments were available. We ended up spending 3 hours trying to get his phone fixed or replaced. I don't understand why a phone purchased at an AT&T store can't be fixed or replaced at an AT&T store. I also don't understand why we had to wait 45 minutes to talk to someone at AT&T. Is this any way to treat a customer? Totally unsatisfactory service. read more